Complaints Procedure

Whilst we aim to maintain a high standard of customer service we appreciate that we may fall short of your expectations. If we do, we want to put them right for you as quickly as we can.


Complaints can be sent directly to This is the quickest way to raise a complaint.

By letter:

It takes longer to reply by letter, but if you prefer to write, please send your letter to the address below.

Customer Relations Manager
Building 6000
Langstone Technology Park

What we'll do and when

Our aim is to resolve any problem as quickly as possible, preferably during a phone call or email exchange with you.

We'll try to resolve your complaint immediately, but whatever happens, we'll keep you regularly updated.

If our complaint team are unable to resolve your complaint, you can ask for it to be escalated.

Initial Complaint

Acknowledgement of receipt within 2 working days.

Initial Response

Head of Department to respond within 3 working days.

Internal Complaint Review Meeting

Within 4 working days of receipt of complaint.

Solution / corrective action letter

Sent to complainant within 3 working days after meeting.


If you are unsatisfied our solution / corrective action you can request that the complaint be escalated. This request must be received within 1 week of WARPs solution.

Final review / response

Within 3 working days of escalation request.